As customers, brands, topic enthusiasts and activists engage in online conversations across social networks, public and private online communities, we all have the opportunity to grow our knowledge understanding and appreciation of others.

From an organisations point of view, the ability to understand the relevance of these conversations and to be able to harness and develop them in order to grow and develop their people, products and services, requires a cultural shift which embraces conversation and collaboration underpinned by a model which reflects where these conversations are taking place.

The employee-customer conversation matrix offers a model to map customer conversations which are taking place today with the areas your employees are working on delivering and improving…

Which conversations are your employees and customers engaged in today and where could you be working in partnership with your customers in the future?